Before ringing in 2020, expectations and plans were set. The Caliber Military and Lending Team was ready to tackle the year and exceed goals. Then, the COVID-19 pandemic quickly took over the world creating unforeseen challenges and barriers for the company at large. Despite the overwhelming nature of the “new normal” – the team rose to the occasion and had an extraordinary year. Thanks to a strong strategic plan and deep commitment from a talented team, goals were met or exceeded most for most of the 2020 Major Goals.
Face to Face Educational Interaction
The goal at the start of the 2020 was to reach 2,000 individuals face to face with education opportunities. With the in-person plans quickly scrapped due to the requirements outlined by the CDC for safety, the team pivoted to create engaging and meaningful virtual learning opportunities. The team worked tirelessly to conduct virtual lunch and learns, conferences and even completed new hire presentations through virtual platforms. With this extraordinary effort, the team reached more than 2,000 individuals from October through September, an adjusted reporting time period to mimic the Department of Defense annual reporting.
Operation 1 Million Educational Reach
By utilizing innovation and technology, the Caliber Military Lending team surpassed their educational goals of 1 million. Instead, they engaged with over 5 million individuals. This expanded effort was due in part to utilizing free strategic opportunities within 13 nationally printed or digitally offered media outlets which resulted in a reach of 1.6 million military community members. Educational efforts were also pivoted to Military Families Magazine and National Guard and Reserve Magazine in light of COVID-19. This resulted in a reach of over 3 million military community members. With the combined efforts, the team reached their goal shattering overall reach of more than 5 million.
Operation 1 Million Education Engagement
With the Caliber Military Lending team effectively grounded and unable to go into communities, they knew this was going to be a tough goal to reach. Despite the challenges of pivoting to more virtual led models, they came close to reaching 1 million by obtaining engagement of 600,000 individuals in 2020.
Operation Welcome Home Brand Reach/Equity
With the initial goal of 1 million in reach or brand equity with individuals, this was one goal the team completely shattered. This was done with hard and diligent research and development into military identified consumer bases and organizations. Through strong relationship building and strategic partnerships, the team reached more than 12 million people.
For 2020, the goal was to build a database of 5,000 individuals. The team utilized innovative strategies with not just potential VA consumers but by also working alongside realty partners and loan officers. With this approach, it will allow the Caliber Military Lending team to continue growth by creating drip campaigns and touch points that are vital to the cycle of relationship building to create success. This will result in more VA originations, VA IRRL, recruitment opportunities and increased referrals from partners. The team will aim to turn these contacts into customers by developing a Military Customer Care Manager.
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Caliber Home Loans, Inc. is a mortgage servicer registered with the Superintendent of the New York Department of Financial Services. If you are a customer whose property is located in the state of New York, you may file a complaint and obtain further information about Caliber Home Loans by contacting the New York State Department of Financial Services Consumer Assistance Unit at 1-800-342-3736 or by visiting the Department's website at www.dfs.ny.gov.